General Clerk needed for the Appointment Call Centers.

For active duty and MTF TRICARE Prime enrollees, if an appointment is necessary, each appointment protocols or nurse assessment, the employee shall schedule the appointment using the following TRICARE access standards: (1) acute appointments within 24 hours; (2) routine appointments within 7 days; and (3) preventive and specialty appointments within 28 days or in accordance with the specialty referral.

The contractor shall ensure the caller is not on-hold for more than 30 seconds during the entire call.

Ensure blockage rates never exceed 5%. A blockage is defined as either a busy signal or a message stating the circuits are busy.

Verify patient eligibility and enrollment status for approximately 14,500 beneficiaries each month.

Refer the caller to the Defense Enrollment Eligibility Reporting System (DEERS) Office when they present as ineligible for care.

Verify and change patient demographics approximately 12,500 times each month.

Register approximately 10,500 previously unregistered MHS beneficiaries into the appointing and registration system.

Review available appointments and schedule the appointment selected by the beneficiary and /or provider

Cancel and reschedule appointments requested by the beneficiary and /or provider approximately

monitor, in real-time, call volumes and time in queue and document findings for approximately 3 calls each day.

Act as the Patient Contact Representative for Appointment Call Center and the Family Health Center - Appointing services. Patient contact information shall be obtained from contractor staff or the In Case of Emergency system.

Answer complex appointment questions and serve as a resource to Family Health

Center - Appointing personnel.

Must have a current BLS as well as be able to pass a background check

Americas Staffing Partner